Vashisht Khanna

-Deliver end-to-end IT service consulting, CRM setup, and workflow automation for US-based small businesses and tech companies. -Design and deploy automated customer lead flows, email sequences, and ticket routings using Zapier, Webhooks, and CRM integrations. -Conduct pre-sales technical consultations with client stakeholders to evaluate business needs, propose SaaS solutions, and define technical scopes.

-Managed complex B2B customer interactions, resolving high-tier technical inquiries and escalation management. -Designed and implemented ITIL-based service management processes to elevate service quality across SaaS product suites. -Configured and tracked operational KPIs and Service Level Agreements (SLAs) utilizing CRM platforms. -Partnered cross-functionally with product, engineering, and support teams to streamline software onboarding and issue resolution workflows. -Maintained centralized knowledge bas

-Directed client onboarding processes for business accounts, providing continuous technical support and solution management. -Managed critical customer escalations, conducting root-cause analysis and coordinating rapid resolution with internal engineering teams. -Ensured organizational alignment with strict IT governance, data privacy policies, and risk management compliance.

-Directed operational workflows, resource allocation, and quality control across multiple regional training facilities. -Enforced Standard Operating Procedures (SOPs), vendor contract negotiations, and compliance monitoring. -Led recruitment, salary negotiations, staff performance mentoring, and budget management.

-Supervised technical skill training initiatives in alignment with global IT educational standards (Java, HTML). -Developed and monitored ITSM platforms and tracking tools to evaluate service delivery efficiency and program metrics. -Managed quarterly performance, compliance, and governance reporting for corporate stakeholders including Microsoft and Nasscom.

-Managed digital banking and phone support operations, auditing customer inquiries and process workflows. -Handled customer account onboarding, financial compliance checks, and regulatory risk management.

-Conducted operational inspections of high-pressure industrial plant equipment and pipeline networks. -Executed industrial research projects on chemical dispersant performance in pipeline pumping networks.